SR SERVICE DESK AGENT
Core
Provide Tier 1 technical support for Stanford Health Care employees and patients via remote and phone channels, assisting with device configuration, MyHealth application access, and account management.
Role type
Senior Service Desk Agent (IT Support)
Builds
IT support services for hospital staff and patient-facing health applications
Domain
Healthcare IT / Patient Support
Required skills
Windows OS support, Mac OS support, hardware troubleshooting, ServiceNow ticketing, remote support coordination, account activation/reset, Wi-Fi troubleshooting
Preferred skills
OEM certification, field support experience, knowledge base maintenance
Technologies
Windows 7/8/10/11, macOS, ServiceNow, MyHealth application, HP/Dell/Tangent/Apple hardware
Responsibilities
Perform initial diagnosis and resolution of common IT incidents; coordinate onsite repair and escalated support; assist patients with MyHealth app installation and video visit navigation; update knowledge articles; track tickets in ServiceNow
Seniority
Mid-level, hands-on IC